I want to first apologize if this has already been discussed, but I am new to this forum and new to ITIL and was not able to find the answer I need. I work for a call center that handles various type of IT related desks. I work as a QA analyst where I listen to and evaluate calls of agents doing first level support. A few months ago, I was also tasked with reviewing negative customer surveys that was done originally by a team lead. Our company has embraced ITIL and I am trying to find out based on ITIL, am I the one supped to be reviewing CSAT and following up with customers or is that process done at another level? If anyone knows this, please let me know.

I'm not an ITIL expert, but I have not seen anything specifically outlining who should be doing this.

I think the survey process is somewhat organization specific. The most important thing is that someone is reviewing surveys, hopefully distributing the positive comments and following-up on the negatives accordingly.

I also think it's important that you're not just following-up on negative comments but reviewing the trends in your survey scores to understand which parts of your service need improvement in general, or what is working well.